Frankley Health Centre - Ratings and reviews
Reviews
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Review titled Vaccinations
Rated 1 star out of 5
by Daniel Hibbert - Posted on 26 January 2024
I have recently requested travel vaccinations from this practice. After weeks of waiting and being told my call would be returned on multiple occasions I am yet to receive a call back. I finally managed to get an appointment. Two weeks later my appoint is cancelled 6pm the night before the appointment, After collecting my vaccinations and paying for the prescription. Rang again today (day of the appointment) and was told yet again I would be called back i have now lost a days wages being self employed. I have no faith in the NHS absolute shambles.
Visited January 2024
Review titled Frankley Health Centre
Replied on 08 February 2024
Dear patient Thank you for your feedback. We are sorry you had a bad experience with booking an appointment. No excuses but due to sickness our Nurse appointments were very low, however we can offer patients appointments at another surgery which staff should have offered you, I will address this with staff members. If you have not been seen yet please ring the Management Team. Thank you Practice Manager Frankley Health Centre
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Review titled Failing its patients
Rated 1 star out of 5
by Anonymous - Posted on 11 December 2023
A number of poor experiences for the whole family now leaving us looking elsewhere. Personally I can never get an appointment it seems the practice do not want to see anyone face to face .. if your lucky you get a phone call. It got to the point that I have gone to Katie Road and had fantastic service from them. I've even resorted to paying for private gp service. My elderly father called a number of times and was fobbed off by paramedics on the phone advised to take paracetamol. He was advised a hospital referral would be made but after not hearing anything we chased up a response a number of times. However we were told repeatedly it could take 6_8 weeks. After more than 6 weeks we resorted to calling 111 again due to no available appointments. The Dr was absolutely disgusted with the surgery and was flabbergasted at the lack of care for an elderly patient. He confirmed the referral was rejected weeks before but no one had picked it up nor resolved the matter. After intervention from 111 we are now progressing with referrals. Until they employ more Dr's and start seeing patients at the practice. The surgery will continue to fail Its patients. It's only a matter of time before this surgery is making head line news with the loss of patients.
Visited October 2023
Review titled Frankley Health Centre
Replied on 20 December 2023
Dear Patient We are sorry to hear you were unhappy with the service which you received. Please contact the Management Team so this incident can be discussed and looked into further. Kind Regards Frankley Health Centre
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Review titled Horrendous surgery
Rated 1 star out of 5
by Anonymous - Posted on 26 April 2023
Always try to call at the appropriate times they request to make an appointment. Waiting on hold for half an hour to get to the receptionist and "no appointments try again tomorrow or at 2.30pm.. However half the week the practice is closed in the afternoons. Absolutely ridiculous trying to get an appointment with this surgery. And because of catchment areas cannot change surgery. Absolutely fed with not being able to get a appointment.
Visited April 2023
Review titled Frankley Health Centre
Replied on 28 April 2023
We are sorry you were not happy with the service you received from the Practice. We do appreciate the difficulties encountered by patients when trying to access appointments. The Practice has listened to the comments received from patients and is now in the process of changing the booking system. Please contact the surgery for further information regarding this. Practice Management Team
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Review titled no prescription for three week, ignored
Rated 1 star out of 5
by Anonymous - Posted on 13 February 2023
bloody disgusting,not everybody has a smart phone,it has cost me over 20 pounds in the last fortnight.
Visited February 2023
Review titled Frankley Health Centre
Replied on 28 April 2023
We are sorry you are not happy with the service that you have received from the Practice. We do appreciate that not all patients have a smartphone. Some patients do not have a landline of a mobile telephone. The Practice does not accept repeat prescription requests over the telephone routinely for all patients. There are some exceptions. There are a number of ways to order a repeat prescription:- - Placing the repeat prescription slip request in the black prescription box in the surgery entrance - Posting the request to the surgery - Email the request to frankley.healthcentre@nhs.net - Some Pharmacies order repeat prescriptions for patients - check with your chosen Pharmacy / change to one that does - Register for online Access - order your repeat prescription online Whichever way you choose to order your repeat prescription, please ensure you allow enough time for it to be actioned and processed by both the Practice and your chosen Pharmacy. For any further information regarding how to order your repeat prescription, please contact the surgery and the staff will be happy to help. Practice Management Team
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Review titled Absolutely nightmare practice
Rated 2 stars out of 5
by Anonymous - Posted on 08 February 2023
Always ring on the times told to, 8:30am or 2:30pm to make an appointment always on hold for 10/15minutes and once I get through never an appointments available and then tell me only 1 doctor working so not many appointments were available it’s like it all the time it’s a nightmare trying to see your actual gp at this surgery
Visited February 2023
Review titled Frankley Health Centre
Replied on 28 April 2023
We are sorry you were not happy with the service you received from the Practice. We do appreciate the difficulties encountered by patients when trying to access appointments. The Practice has listened to the comments received from patients and is now in the process of changing the booking system. Please contact the surgery for further information regarding this. Practice Management Team
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Review titled Almost impossible to speak to a Doctor here
Rated 1 star out of 5
by Anonymous - Posted on 04 October 2022
Took an hour of ringing every 5 minutes this morning to finally get in a queue to be told there are no appointments. I can ring back every morning at 8.30 am or every afternoon at 2.30pm in the hope there may be one, but there may not be one, I was told. I explained I work and don’t have the type of job where I can leave to make a call. The receptionist said ‘there’s nothing we can do!’ And ‘I haven’t got any appointments for you!’ Asked for an appointment at West Heath and was told I couldn’t have one there (have had appointments there previously), was questioned about why I was ringing in detail (this isn’t a nurse triaging needs). I stressed the urgency of needing to see/speak to a doctor, she asked me to leave it with her (suggesting there are appointments available), just to ring me back to tell me to ring back this afternoon or go to A & E (not the place I should be going). Rang back this afternoon and was told ‘there are no appointments available at the moment’ Told to phone the Walk-in Centre (not an option this morning). Booked an appointment as a back up - 10 days time. This time it was offered as a face to face appointment (not an option given this morning). Since spent an hour so far on the phone to the walk in centre with 5 people ahead of me, and no change in this. This is consistent practice for this surgery. Please consider that the current system is not working and make changes. We cannot register at another practice but equally, it is virtually impossible to get appointments here. Even the online booking system is not up and running anymore, meaning the surgery is flooded with calls that cannot respond effectively to. Having a non-medically trained person triaging your needs and questioning you for sensitive information is unacceptable, especially when it is met with no empathy. And being told constantly that there is nothing we can do for you, when you are at your most vulnerable and reaching out for help, does not reflect any care values among the NHS. I am pleased to say seeing/speaking to a Doctor here has always been a good experience. However, being offered the opportunity to be able to use this service is becoming impossible!
Visited October 2022
Review titled Frankley Health Centre
Replied on 28 April 2023
We apologise for the delay in replying to you. We are sorry you were not happy with the service you received from the Practice. We do appreciate the difficulties encountered by patients when trying to access appointments. There have been a number of factors contributing to this. We have listened to comments received from patients and the Practice is in the process of changing the booking process. Please contact the surgery for further details. Practice Management Team
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Review titled Not a good practice at all
Rated 1 star out of 5
by Anonymous - Posted on 16 May 2022
Had phone appointment with the doctor she says call surgery to book in for blood results to find out there is no nurse as she's sick understand that but it seems she's the only nurse absolutely ridiculous not feeling well hence why I need these bloods seems like the doctors lately really don't care now I've got to call end of wk to see if nurse is in or start of next wk Me personally wouldn't recommend this surgery at all as you can never get appointment when you actually need one
Visited May 2022
Review titled Frankley Health Centre
Replied on 28 April 2023
We apologise for the delay in replying to you. We are sorry you were not happy with the service you received from the Practice. We do appreciate the difficulties encountered by patients when trying to access appointments whilst the Practice Nurse was off sick which increased the waiting times. There was / is reduced availability of both Practice Nurses and GP's as many have left the profession across the country. This in turn makes it difficult to recruit or employ agency locum cover. The Practice tried a number of avenues to source Practice Nurse cover, as did many other Practices in the area but were unable to. Due to the short supply and no availability in our area at that time, patients had to wait longer for appointments. There are now more booking options available to the Practice, including the College Green Hub where appointments can be accessed in the evenings and also weekends. This option is available to patients, sometimes refused, as patients prefer to attend their local surgery, which in turn can increase the waiting time for appointments. Please enquire regarding other booking alternatives available if you encounter the same problem in the future. Practice Management Team